Jay Small

I am a digital-focused executive living near Nashville, Tennessee. And I’m a guitarist who has played in a few variety bands.
When they’re too much to tweet, sometimes I post thoughts and ideas here.

Month: August 2011

  • What’s wrong with online customer service: An example

    It should not be difficult, slow or aggravating to use the website of a leading virtual fax service (eFax) to cancel a $16.95/month account. But it is all three. For starters, you can’t just fill out a form and cancel. Ugh! Anytime you enter a customer service web interface and find that canceling or downgrading…